Student Support Associate

New York Pilates is growing fast, and we're looking for an exceptional Student Support Associate to help create the seamless, high-touch experience our community expects. You’ll be the heartbeat of our student communication by managing daily interactions across phone, chat, email, and SMS platforms while owning and enhancing the student support flow. This is a key role in delivering fast, brand-aligned support to our in-studio students and online community, combining high-touch service with a sales-driven mindset to drive conversion and retention. 

This role is for you if you thrive in fast-paced, high-touch environments, can respond to students within an hour without breaking a sweat, and excel at turning everyday support moments into growth opportunities. This is a hybrid role based out of New York City with occasional travel to the Hamptons market.

You're not just answering questions. You're creating experiences. You've worked in customer support, hospitality, retail, wellness, or another high-touch consumer environment and know how to make people feel heard, supported, and taken care of.

You're fast, organized, and calm under pressure. You can manage a high volume of conversations across chat, email, and SMS while maintaining a thoughtful, polished voice that reflects the NYP brand.

You're also curious about the systems behind great support. You enjoy identifying patterns, improving chatbot flows, updating FAQs, and finding ways to make the student experience more seamless. Most importantly, you care about the details. You understand that every student interaction is an opportunity to strengthen our community and keep people coming back.

This role is for you if you:

• Have 2–5 years of experience in customer support, hospitality, retail, wellness, e-commerce, or another high-touch consumer business
• Have a revenue-conscious problem solver who can naturally bridge customer service with sales conversion
• Proven track record or comfort with membership conversions, lead follow-up, and sales outreach
• Proactively follow up with high-intent leads and personalize outreach based on individual student behavior
• Drive sales growth by converting intro offers into full memberships and surfacing opportunities for group bookings, private sessions, and tier upgrades
• Love creating exceptional customer experiences and solving problems quickly
• Are an excellent written communicator with a polished, confident voice
• Have experience with CRM, live chat, chatbot, or customer support platforms (preferably MBO, Axel, Klaviyo, Intercom)
• Are comfortable managing multiple conversations and priorities in a fast-paced environment
• Thrive in fast-growing companies where every day is different

This role is not for you if you:

• Prefer a slow-paced environment with predictable, repetitive work
• See customer support as simply answering questions rather than creating experiences
• Don't enjoy troubleshooting systems or finding ways to improve processes
• Struggle to balance speed, accuracy, and empathy
• Prefer to work independently without collaborating across teams